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Frequently Asked Questions

Orders

Delivery

Returns Policy

Shopping

Technical

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Nature Baby is here to help you, we look forward to your feedback or suggestions, or if you have a question about a product or your order, please submit your query below and we'll come back to you as soon as possible.

frequently asked questions

I saw a promotion on your website and now it is back to regular price, will the promotion be back?

We love to offer our Nature Baby customers great deals. We frequently run ongoing multibuys on a range of our products including clothing, bedding and newborn essentials. We also run exclusive promotions throughout the year. Once a promotion has finished we are unable to reactivate this offer online or in-store, stay posted though, there could be one coming up soon!

Are you signed up to our newsletter? This is a great way to stay up to date with our latest products, promotions and exclusive offers. You can sign up now at the bottom of every page on our website!

I just purchased something but it is now on special, can I get a refund on the difference?

The price of an item is what it was at the moment you bought it. We frequently run promotions and sales at Nature Baby so keep an eye out for the next one, it won't be too far away! Make sure you're signed up to our newsletter to stay up to date with our latest products, promotions and exclusive offers. You can sign up now at the bottom of every page on our website!

I think I may have found a fault with an item I purchased, what should I do?

The quality of our products is extremely important to us at Nature Baby, if you are not happy with a particular product please contact our Customer Services Team and we will get back to you as soon as possible.

I have seen a product online but it is no longer there.

Our new season prints and styles can run out very quickly so it's always good to get in quick to snap up your favorite pieces. If you would like to enquire further about the particular item please contact our Customer Services Team, we may be able to find the style in one of our Nature Baby stores.

Will you be restocking a style or print online?

Each season we bring in an exciting new range of colours, prints and styles. These products can run out quickly and we are not always able to restock them. On some occasions we will have a top up order on its way so if there is a particular product you are after please contact our Customer Services Team and we can let you know if we have more coming! Our core range of red stripe, navy stripe and natural colours will normally be in stock throughout the year.

Which size will be right for my baby?

As babies come in all different shapes and sizes we find it easiest to determine which size a child should wear by looking at their measurements. You can refer to our helpful size guide (please note our size guide is intended as a guide only as all babies are different). If you are still unsure you are welcome to contact our Customer Services Team who will be able to help.

What payment do you take?

We currently accept Visa and MasterCard credit and debit cards.

I have set up a gift registry and would like to set up another one, why can’t I set up another Gift Registry?

You can only have one gift registry at a time, 7 days after your event date your gift registry will be inactive and you will be able to set up another one.

Where are your items dispatched from?

We are a New Zealand based company and all orders are sent from our warehouse based in Auckland.

orders

I have not received an order confirmation email.

If you do not receive an order confirmation email within 24hrs of placing your order please check your junk mail folder in case our emails are going there. If you have still not received an order confirmation email, please contact our Customer Services Team and they will be able to look into this further for you.

Something is wrong with my order?

If you have received your order and something is not quite right please contact our Customer Services Team and we will endeavor to sort it out for you as quickly as possible.

I want to cancel an item from my order?

At Nature Baby we are very quick at processing your order to ensure it reaches you as soon as possible. Unfortunately this means that once your order has been placed we are unable to edit items in your order.

How do I return an item/items from my order?

All online orders can be returned within 30 days of purchase. Please send your order/item back to us via post along with a returns form which can be found on the back of your invoice. Alternatively you can return your order to one of our Auckland stores.

Can I amend my order after I've placed it?

We are really quick at processing your order to ensure it reaches you as quickly as possible. This means that once you have placed your order online it is not able to be edited or changed.

However, you may be able to cancel your order and place a new one online instead. If you wish to cancel your order please contact our Customer Services Team within 15 minutes of placing your order and we will endeavor to get back to you as soon as possible.

Can I change my billing or delivery address on my order after I've placed it?

Please take extra care when confirming your billing and delivery address details, once you confirm your order online we are unable to make changes to it on our side.

However, you may be able to cancel your order and place a new one online instead. If you wish to cancel your order please contact our Customer Services Team within 15 minutes of placing your order and we will endeavor to get back to you as soon as possible.

delivery

Can I get urgent delivery?

Unfortunately we don't currently have an express shipping service available, although we are working on this. If you would like to enquire about a faster courier service, please contact our friendly Customer Service Team.

Why am I being charged more than your usual flat rate and free shipping costs?

While we do our very best to keep shipping costs as reasonable as possible, we're afraid that some oversized and bulky items will incur an additional charge as they are big, heavy and expensive for us to ship. All items that are excluded from our usual flat rate shipping costs have a note on the product page to let you know.

Has my order been shipped out yet?

As soon as your order is dispatched, a confirmation dispatch email will be sent to let you know it's on its way. If you placed an order with us and have not received a confirmation or dispatch email, please contact our customer services team and they will look into this further for you.

When can I expect my order to arrive?

For New Zealand customers, your order should reach you within 1-3 working days, for Australian customers 3-5 working days and for all other international orders you should receive your order within 2-5 working days.

You can track your order via the tracking number in the dispatch email sent to your email address.

To note: the delivery time frame for all orders is from the date of dispatch. Sometimes packages can be delayed due to unforeseen circumstances, while we will do our very best to prevent this happening, it may be out of our control.

During our busy sale periods orders may take an extra 2-3 days to dispatch on top of normal dispatch times.

Do you deliver to PO Box and Private Bags?

Yes, we are able to ship to a PO Box address within New Zealand only. Unfortunately we are unable to deliver to a PO Box for international orders.

How do I track my Nature Baby online order?

The easiest way to track your Nature Baby order is to click the tracking link provided in your order dispatch email. If you have not yet received your order or a calling card from your courier and you allowed the correct time for delivery, please get in touch with our Customer Services Team and we will look into it for you.

What courier services do you use?

We use a range of courier services across the world to ensure your order reaches you as quickly as possible.

All New Zealand orders are sent via Courier Post, for Australian orders we use Toll Priority and all other international orders are sent via FedEx.

How much is shipping?

We offer FREE shipping on all orders over $150. For all orders under $150 value we have the following flat rate shipping costs - New Zealand $6, Australia $15, USA and rest of world $25 (all prices listed exclude shipping oversized and heavy products)

Do you deliver to work addresses?

Yes, we are able to deliver to work addresses. If delivering to a work address, please make sure the business name is specified on the delivery address under company name. This is required for a successful delivery.

Do I need to be there at the time of delivery?

All New Zealand, Australian and international orders are sent on tracked services (signature required) so someone will need to be there at the time of delivery.

Will I be charged customs duty and taxes for my international order?

Any customs or import duties are charged once the parcel reaches its destination country. Unfortunately Nature Baby has no control over these charges and we can't tell you what the cost might be as customs policies and import duties vary widely from country to country. If you are worried that your order may be stopped for duty and tax assessment, please contact your local customs office before placing your order, so you are not surprised by charges you were not expecting.

Any charges on a parcel are the responsibility of the recipient and these fees are collected at the time of delivery (this applies to retail & wholesale customers).

returns policy

We are proud to offer beautiful high quality products and want to ensure you are happy with your purchases from Nature Baby. If you are not delighted with your purchase for whatever reason, you may return unwashed, unworn and unused items in their original condition upon presentation of the original invoice within 30 days of purchase.

Please choose sale items carefully as they are non-refundable and non-exchangeable.

Please do not break open packaging that is non-resealable if you wish for an exchange.

Returns or exchanges of online purchases may be made in person or by post.

If you would like to exchange an item, please download, print and complete our returns form and include it with the returned goods. Once the returned item is received, a new order with the exchanged item will be processed and we will notify you via email once your exchange has been processed.

If you think you have received a faulty, damaged or incorrect item please contact ourCustomer Services Team and they will assist you.

Please note: we are unable to replace or refund items damaged through improper laundering, so please follow the care label of the garment when washing. We have some helpful washing tips here or if you are unsure, please contact our Customer Services Team for advice.

IN PERSON

Present the original Nature Baby receipt within 30 days of purchase. Use our Store Locator to find your closest Nature Baby store.

BY POST

Please post your item along with the original invoice and returns form to:

Nature Baby ReturnsPO Box 47558PonsonbyAuckland, 1144New Zealand

shopping

Can I get my purchase gift-wrapped?

Of course! With the exception of some furniture items that are too large to be wrapped, gift wrapping is a service we provide. You can choose this option at checkout for $6 (gift wrap includes a gift tag to write your own personalised message). See our gifting page for all our great gift services we have at Nature Baby.

Is my purchase secure?

Yes, we use industry-standard SSL encryption when transferring and receiving customer data exchanged through our site server.

An item I want is out of stock?

If a size or colour you want is out of stock, please check our in store availability option on the product page, as there may be one available in one of our Auckland stores. If you have seen a product but it is no longer showing online, please contact our customer services team as we may have more stock of this product one its way!

What do my guests see on my gift registry?

The guests can only see the available products and price, any items that have been purchased off the gift registry will not show to guests viewing your registry.

How do we know what has been purchased of our gift registry?

Once an item is purchased through a gift registry, the item will show as purchased and remove as an available item for anyone else purchasing through your gift registry.

Can our guests buy off our gift registry in store?

Yes, your guests can purchase items off a gift registry in any of our Nature Baby stores. Please let the staff know the name of the gift registry and they can remove the purchased items.

What if an item in my gift registry was on sale when I added it to the registry but the sale price has disappeared a few days later?

Two things could have happened here, if the item has sold out it will be removed from your registry, or if the sale has ended the item will revert back to it's original price. Sale prices are only valid within the sale period. If products go on sale while in a registry, these will update to the sale price.

Can purchases from our gift registry be gift wrapped?

All orders purchased through a gift registry automatically receive free gift wrapping on the order.

Will there be a shipping charge for items purchased off a gift registry?

Yes, if you purchase of a gift registry the same shipping charges apply as standard orders. Please see our list of shipping rates on our delivery page for further information. We also offer FREE shipping on standard orders over the value of $150 (excluding any oversized/bulky items).

What do the public and private options mean in the gift registry set up?

The private option means the gift registry is not active and can only be viewed by you. Once your gift registry is all ready to go, switch it to the public setting so your friends and family can view your gift registry.

Items in my gift registry have disappeared.

If an item goes out of stock on the website, it will disappear from showing as available in your gift registry. If the items comes back into stock while your gift registry is still active, it will reappear as an available item for purchase in your gift registry.

Where can I find your size guide and care instructions?

We never want to send you something that doesn't fit properly so we have size guides available on all our clothing, bedding and footwear pages. Just click the size guide link found above the "add to bag" button to view sizes and measurement guides.

We have a great laundry tips page which has our recommended care instructions for a range of our products and fabrics including organic cotton, merino essentials and handknits, sleeping bags, lambskin booties and mattresses.

technical

I've lost my password, what can I do?

We can easily sort this out for you, go to the Nature Baby log- in, click the 'forgot your password' link and type in your email address. Your temporary password will then be sent to your registered email address and you're good to go! To change your password, please go to your account settings once logged in.

How do I sign up for the Nature Baby newsletter?

There are two ways to sign up to our newsletter. The easiest way to sign up is by setting up your Nature Baby account, from here you can manage lots of other great settings. Alternatively, you can sign up to our newsletter without setting up an account by using the link at the bottom right of every page on our website.

I want to change my email address in my Nature Baby account.

You can change your email address anytime you want, just log into your Nature Baby Account with your current email address. You can also update any of your other details here such as changing your password and delivery information.

I have purchased from Nature Baby before but the website doesn't recognise my email address when I try to log in?

If you have shopped online with us before it may be that you used our guest checkout, which means that none of your personal information would have been stored. It is quick and easy to set up an account and this means you won't have to re-enter your details next time you shop with us. Alternatively you can still use the guest checkout. Please note: If you have purchased from us in store before you will still need to set up an online account in order for the website to recognize you and to set up your password.

How do I use a promo code?

You will use a promotion code when you are at the online checkout to receive the discount. Pop the promotion code into the promo code box on the first page of the cart (My Bag), then press apply. Be sure to check your promo code has been applied before continuing through the check out process. If the code is not applied at this stage, we unfortunately can not apply the discount later.

I am not receiving your newsletters.

One of the most common reasons for this is that your email software is marking emails from us as junk mail. If this has happened, please add info@naturebaby.co.nz to your email address book. If you check your junk mail folder and are still not getting our newsletter, please contact our Customer Services Team who will be able to sort this out for you.

I have sent an email to customer service and not had a reply.

If you have sent an email to any of our departments we will endeavor to reply to you within 24 hours if you have contacted us Monday to Friday during business hours. If you have contacted us after hours, Friday or during the weekend, we will endeavor to reply to you within 48 hours. Alternatively you can try calling our customer services team on 09 3764048.

I'm having trouble signing into my account.

1. Make sure you are using the same email address and password you registered with.

2. If you can't remember your password click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.

3. If after this you still can’t sign in, please contact our Customer Services Team and we will endeavor to reply to your within 24 hours. Please provide as much detail as you can about the issue including screen shots of any error message you get, and any steps you've taken so far to try and resolve it.